Mid-Level Product Support Engineer

Lahore, Pakistan

Key Responsibilities:

Act as a primary technical contact for product support issues.
Troubleshoot, diagnose, and resolve software, integration, and configuration problems.
Collaborate with engineering and QA teams to escalate and resolve critical issues.
Document solutions, create knowledge base articles, and improve support processes.
Monitor system performance, conduct root cause analysis, and recommend product improvements.
Handle client communication, provide timely updates, and ensure SLAs are met.
Work closely with product and development teams for feature requests and enhancements.

Requirements:

Bachelor’s degree in Computer Science, Software Engineering, or related field.
2–4 years of experience in product/application support (preferably SaaS-based).
Strong troubleshooting skills in Linux environments, databases (MySQL/PostgreSQL), and APIs.
Familiarity with web technologies, RESTful services, and cloud environments.
Experience with ticketing & project management tools (ClickUp, Jira, Zendesk).
Excellent communication skills for handling technical and non-technical stakeholders.
Ability to work in a fast-paced, global product-based environment.

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